Surviving a Crisis: How Crisis Type and Psychological Distance Can Inform Corporate Crisis Responses
- Authors
- Lee, So Young; Sung, Yoon Hi; Choi, Dongwon; Kim, Dong Hoo
- Issue Date
- Feb-2021
- Publisher
- SPRINGER
- Keywords
- Construal level theory; Crisis type; Apology message appeal; Crisis management communication
- Citation
- JOURNAL OF BUSINESS ETHICS, v.168, no.4, pp.795 - 811
- Journal Title
- JOURNAL OF BUSINESS ETHICS
- Volume
- 168
- Number
- 4
- Start Page
- 795
- End Page
- 811
- URI
- http://scholarworks.bwise.kr/ssu/handle/2018.sw.ssu/43445
- DOI
- 10.1007/s10551-019-04233-5
- ISSN
- 0167-4544
- Abstract
- This research examines how one's construal level of a crisis differs by crisis type, and how the interplay of crisis type (self-threatening vs. society-threatening) and apology appeal type (emotional vs. informational) impacts the effectiveness of apology messages in a corporate crisis context. Findings indicate that one's mental construal toward a crisis varies by crisis type, with a self-threatening crisis leading to a lower level of construal than a society-threatening one. Findings further suggest that in a society-threatening crisis condition, an informational apology was more effective than an emotional one. However, in a self-threatening crisis condition, there was no significant difference between two different message types. These findings offer valuable guidelines for developing effective crisis response strategy.
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